2011

Konttinen, Jari; Smedlund, Anssi; Rilla, Nina; Kallio, Katri; van der Have, Robert

Service activities are important in today's business. For this reason, also decision makers need to place emphasis on service-oriented development and service innovations as well as knowledge transfer and the sharing of service business-related capabilities to increase the competitiveness. This study provides understanding on the processes and dynamics of services business knowledge transfer by identifying and analysing different knowledge transfer mechanisms available for service enterprises. The main focus was on knowledge transfer activities in intermediaries. The collection of knowledge transfer mechanisms indicate that majority of mechanisms concentrate on externalizing and combining knowledge but less means are found to internalize or socialize knowledge. A successful transfer mechanism takes client expectations into account, is personalized and places emphasis on the type of knowledge it aims to transfer. Moreover, building a trustworthy transfer environment is clearly a positive aspect of successful knowledge diffusion. However, the results also indicate that internalization of knowledge in target organization as well as service resource and infrastructure development are often neglected. Due to the diverse nature of knowledge, different phases of service development process, the level of end-user engagement and contextualization of knowledge as well as related costs of knowledge transfer should be considered when designing knowledge transfer activities and policies targeted to service development. A stepwise approach from awareness raising to more specific knowledge transfer is recommended. Creation of regional facilities and forums with public subvention for firms to raise the awareness, co-create, design, test and productize their service activities would enhance learning between firms and service business experts and the creation of new service innovations.